Customer Relationship Management Manager

📍 Location: Richmond, VA (Hybrid – 2 days onsite, 3 days remote)

⏳ Duration: 7 months (with strong possibility of extension)

💰 Rate: $65/hr. W2

🗓️ Interview Type: Webcam and In-person

We are seeking an experienced IT Customer Relationship Manager to join our team in Richmond, VA. This role requires a strategic thinker who can build strong partnerships, foster trust, and manage escalations across multiple IT service and delivery functions. You’ll serve as the key liaison between business partners and IT leadership to ensure seamless coordination, communication, and execution of technology initiatives.

• Act as the primary point of contact between business partners and IT leadership, managing relationships up to the executive level.
• Collaborate with IT leadership to ensure continuous and successful delivery of IT services and products.
• Coordinate and manage escalations across service, project, and product delivery teams.
• Develop and maintain multi-year business capability roadmaps in collaboration with enterprise architecture and business stakeholders.
• Identify opportunities for new services, process improvements, and innovative solutions to meet evolving business needs.
• Oversee communication, prioritization, and delivery of IT requests and initiatives.
• Champion customer needs and ensure expectations are managed effectively.
• Support compliance with IT policies, standards, and best practices.
  

• Bachelor’s degree or 6 years of equivalent professional IT experience.
• 5 years of experience in IT with exposure to SDLC, Agile methodologies, and technology procurements.
• 10 years of strong communication and stakeholder engagement experience, including executive-level interactions.
• Proven ability to build rapport, influence decision-making, and resolve conflicts effectively.
• Strong strategic thinking skills with the ability to connect business strategy to technology execution.
• Team-oriented mindset with a focus on collaboration, results, and customer satisfaction.
• Experience with product line planning, development, and management.
  

• Understanding of state-level IT structures or public sector organizations.
• BRMP Certification (highly preferred).
  

• Local candidates are required due to onsite requirements.
• Contractor will be responsible for managing their own parking arrangements.